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How high security improves and digitizes its service process with FieldBuddy
In real-time
of service processes
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- Customer Portal
- Dashboards
- Ticketing
- Installation
- IT & Telecom
- Maintenance
Challenges
- Manual processing of work orders
- No real-time visibility into ongoing service requests
- Error-prone administration in Excel
- Inefficient scheduling and communication between technicians and the back office
Solutions
- Digitalization of work orders and planning
- Real-time visibility into open and completed tasks
- Automated and transparent service processes
- More efficient task allocation and communication
Benefits
- Faster handling of service requests
- Fewer errors due to manual data entry
- Improved collaboration between technicians, planners, and management
- Real-time insights into performance and process optimization
Background
High Security is a specialist in integrating a range of different security systems. With years of experience and expertise, the company delivers high-quality security solutions for various sectors, from offices and industrial sites to healthcare facilities and government buildings.
High Security focuses on innovative and reliable systems that help keep their customers safe. With a team of experienced specialists, High Security not only handles the installation of access control systems but also takes care of ongoing maintenance and support to ensure that every security solution continues to perform at its best.
But along the way, High Security faced some important challenges. In this success story, Wesley Vavier, Support Coordinator at High Security, shares more about these challenges. He also explains how FieldBuddy helped to get them out of the way.
The challenge: An inefficient service process
High Security faced several challenges in managing their service operations. Manual administration with paper work orders created extra work, technicians had to physically come to the office to hand in their completed orders. This process was not only time-consuming but also inefficient compared to working with digital work orders, leading to delays and unnecessary administrative effort.
In addition, open service requests and projects were tracked in Excel spreadsheets, a method that was prone to errors and lacked clear oversight. Wesley Vavier remembers this clearly: “We managed everything in a shared Excel sheet. It worked, but it didn’t give us a good overview of ongoing service requests,” he explains.
Technicians received their assignments via email and a central planner that was available for everyone, but extra communication was often needed to clarify scheduling. On top of that, changes to the schedule sometimes had to be made manually, causing delays.
High Security also lacked visibility into their own performance. There was no structured way to measure how much time technicians spent on specific tasks or how long a service request remained open. As a result, optimizing processes was nearly impossible.
It became clear to High Security that it was time for a future-proof solution, one that would streamline their processes and give them real control and insight.
FieldBuddy's future-proof solution
Where service requests used to be delayed due to manual processing, they are now handled quickly and efficiently. Administrative tasks have also been reduced, allowing the back office to focus more on other responsibilities, such as customer communication and invoicing.
With FieldBuddy, technicians, planners and management now all have access to the same real-time information. This improves coordination between teams and prevents miscommunication.
Additionally, this digital procs makes it easier to assign tasks, quickly identify inefficiencies in the service process and work together to find the best solutions.
"With FieldBuddy we have gained a better visibility into ongoing projects."
Support coordinator at High Security
Creating reports and analyses has also become much easier. Where previously information had to be gathered from different sources, FieldBuddy now offers one central place where all data is immediately stored, accessible and clear.
The result: Efficiency and optimized processes
Where service requests used to be delayed due to manual processing, they are now handled immediately. The administrative workload has been reduced, allowing the back office to focus on other important tasks.
Technicians now have direct access to their digital work orders and can easily log their activities on the go. This means they no longer need to visit the office just to submit reports and all information is available in real-time for the entire team.
Technicians, planners and management now all work with the same real-time information, leading to better coordination and less miscommunication. It’s now easier to distribute tasks, quickly identify inefficiencies in the service process and collaborate to find the best solutions.
"FieldBuddy allows us to plan better and respond faster."
Support coordinator at High Security
The future: Continuous improvement
High Security is committed to ongoing optimization and is always looking for new ways to improve its service processes. By implementing new features within FieldBuddy, they can make their service even more efficient and customer-focused. The company continues to invest in digitalization and automation to strengthen teamwork and deliver an even better experience to their customers.
Conclusion
The collaboration between High Security and FieldBuddy has led to a major improvement in service processes. By digitizing work orders and planning, High Security has saved time and significantly increased overall efficiency. The company now has more control over its operations and is able to serve customers faster and better.
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Efficiency
With FieldBuddy, High Security has optimized its service processes, making the management of service requests and maintenance much more efficient. Planners can schedule jobs well in advance, while technicians have direct access to all the necessary information and work orders, fully digital.
